Agenda

Abstract:
Delve into the critical aspects of aligning customer experience initiatives with your organization’s strategic goals, ensuring a seamless integration that drives overall success. Discover how to develop a robust Return on Investment (ROI) model that quantifies the tangible benefits of exceptional customer interactions.

Action Items:

• Identify practical strategies for aligning customer experience with your business’s strategic vision.
• Implement techniques for calculating and demonstrating the ROI of customer experience initiatives.
• Gain insights into leveraging customer satisfaction as a core differentiator to outperform competitors.

Headliner:

Maribeth Duggins
Director, Customer Insights
McKesson

Why You Should Listen to Maribeth:
Maribeth is dedicated to deriving actionable insights from feedback provided by oncologists and other specialty providers. Her key responsibilities at McKesson include spearheading Net Promoter Score initiatives, fostering account retention, and enhancing customer engagement. In 2022, she co-founded McKesson’s Voice of Customer Council, which integrates insights from various business segments and customer groups, including physicians, patients, and biopharma partners.

• Focus on long-term consumer sentiment to help brands tailor their strategies to address these concerns and build stronger relationships with their customers
• Adapt to financial pressures by recognizing that they remain prevalent among consumers and developing empathetic and solution-oriented communication strategies to address it and support consumers in achieving their goals
• Leverage AI adoption trends as it provides valuable insights into technological evolution. Brands need to consider integrating AI-driven solutions to enhance customer experience and drive innovation

Rockstar Insight:

Michael Nevski
Director, Global Insights
Visa
 
Why You Should Listen to Mark:
Michael drives the future of consumer research for Visa’s Business and Economic Insights team. Partnering with Visa’s Chief Economist, Michael’s leadership ensures that consumer insights are seamlessly integrated into Visa’s economic forecasts and strategic initiatives. He manages a diverse portfolio of research vendors, spanning primary, secondary, syndicated, quantitative, and qualitative methodologies, to deliver actionable insights that guide business decisions.

Abstract:
In today’s multi-channel maze, delivering a consistent and personalized customer experience feels like a puzzle with missing pieces. This interactive discussion will dive deep into mastering journey orchestration, transforming fragmented interactions into seamless, unified brand engagements. We’ll explore how to leverage data for a holistic customer view and implement orchestration strategies that personalize every touchpoint, driving stronger connections and measurable results.

Action Items:

• Uncover actionable methods to break down silos and create cohesive customer experiences across all channels
• Learn how to effectively harness data to build a single, comprehensive understanding of your customer’s journey
• Practical tips for using emerging AI tools to generate and manage customer personas, journeys, and insights

Fab Facilitator:

Jay Erickson
Chief Innovation Officer
Modus
 

Why You Should Listen to Jay:
Jay’s two decades crafting impactful digital experiences, working with clients like Cleveland Clinic, Pfizer, and Johnson & Johnson, provide a uniquely broad perspective on driving digital transformation. His strategic leadership delivers practical insights into solving complex business challenges across diverse industries. Beyond client work, Jay’s regular speaking engagements at industry conferences and contributions to publications like HealthCare Business Today make him a valuable voice on translating visionary ideas into tangible, human-centered results.

Abstract:
This interactive discussion will explore how businesses can effectively leverage sentiment analytics , specifically emotional AI, to derive meaningful customer insights and drive strategic action. By analyzing customer feedback and interactions organizations can move beyond data collection to proactive decision-making that enhances customer experience and business outcomes.

Action Items:

• Use technologies like emotional AI and sentiment analytics during live conversations to guide agents in the moment with dynamic recommendations to reduce misunderstandings, improve customer outcomes, and drive customer loyalty and experience
• Empower human agents with AI – Emotion-aware AI can identify customer emotions, suggest empathetic and relevant responses, and provide contextual recommendations. This improves agent confidence, performance, and retention. Additionally, these tools bridge cross-cultural gaps by understanding the nuances in emotional sentiment between languages, strengthening connections between agents and callers
• Operationalize with a continuous learning feedback loop – Implementing and adopting a dynamic sentiment feedback system results in measurable gains such as reduced average handle time, higher CSAT, and stronger first-call resolution. By continuously training AI copilots on real interactions, organizations can better adapt to evolving customer needs

Fab Facilitators:

Jacob Bailon
Director of Engineering
DATAMARK
 

Why You Should Listen to Jacob:
With deep expertise in customer support operations and workforce optimization, I specialize in implementing agent assist solutions that enhance efficiency and service quality. My experience in analytics, process improvement, and AI-driven support tools enables teams to work smarter, not harder, while delivering exceptional customer experiences. By leveraging data and technology, I help organizations create scalable, high-performing support strategies that drive measurable results.

 
Chloe Duckworth
Co-founder & Chief Executive Officer
Valence AI
 

Why You Should Listen to Chloe:
Chloe is the co-founder and CEO of Valence AI, an emotion AI startup building the emotional subtitle of the internet for conversational intelligence. Valence models analyze vocal tone to help human and AI agents better understand customers. Chloe has a background in computational neuroscience and previously worked in neurotech at BrainMind. Chloe is also the co-founder of Hope Hearted, a California nonprofit providing supplies and PPE to keep unhoused people safe from COVID and other viral infections.

As AI continues to be a hot topic across industries, join experts as they share how AI is being strategically deployed to drive customer experience and operational impact. Panelists will discuss how to identify the right AI applications, scale them effectively, and navigate the challenges of implementation and vendor selection.

Action Items:

• How to identify high-impact, repeatable AI use cases that can drive measurable results across customer experience (CX) functions
• When to evaluate your organization’s readiness by assessing capabilities, available resources, and ROI potential before implementing AI solutions
• Separate hype from value by critically vetting AI vendors and focusing on realistic, sustainable AI strategies for long-term success

Moderator:

Kaitlyn Daleiden
Principal UX: Experience Strategy
Nordstrom

Why You Should Listen to Kaitlyn:
Kaitlyn is a UX leader and content strategist at Nordstrom, supporting both customer and employee experiences, and advocating for the customer experience to ensure Nordstrom’s digital tools and experiences align with Nordstrom’s company vision of “making customers look and feel their best.” Prior to her time at Nordstrom, Kaitlyn spent 7 years at United Airlines where she specialized in content design, marketing, and personalization in various organizations including sales, technology and product giving her a unique point of view on how to create meaningful and engaging customer experiences.

Panelists Include:

Lindie Busse
Senior Director, Field and Client Service – Planning and Delivery
Northwestern Mutual

Why You Should Listen to Lindie:
Lindie has spent nearly all of her almost 29-year career in customer/care experience in the financial services industry. She has successfully managed intricate transformative portfolios, led client services teams, and earned consistent recognition as a results-driven top performer. Her expertise spans various aspects of program management, AI, process improvement and leadership where she takes pride in developing others through shared learning experiences.

Erin Cohee
Vice President, User Experience & Business Development
OneUnited Bank

Why You Should Listen to Erin:
Erin is the Vice President of Digital Customer Experience at OneUnited, an award-winning Community Development Financial Institution (CDFI), the largest Black-owned and first Black-owned digital bank in the nation. She leads efforts to increase customer engagement and drive product innovation. Erin expanded the bank’s ATM network to over 100,000 surcharge-free ATMs – America’s largest – and launched Card Command, a user-friendly card management tool. She also built the OneUnited Customer Success team to deliver proactive, data-driven service, supporting the bank’s mission to close the racial wealth gap and promote financial literacy through technology.

Gavin Johnston
Director of User Experience Research
Hyatt Hotels Corporation

Why You Should Listen to Gavin:
Gavin has over 25 years of experience in customer experience and strategic planning. Over the years his curiosity about what makes people tick and how that leads to innovation has been the cornerstone of his work. He has led CX research and strategy teams for a broad range of products, services, and industries including hospitality, consumer packaged goods, pharma, food & beverage, healthcare, and financial services.

Shri Nandan
Vice President, AI Products & Experiences
Comcast

Why You Should Listen to Shri:
Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

Shahana Samiullah
Senior Manager, Business Intelligence Center
Data, Analytics & Automation | CX&P
Southern California Edison

Why You Should Listen to Shahana:
Shahana oversees the Business Intelligence Center in Customer Service for Southern California Edison. Her team converts complex data into practical insights through analytics and automation. With twenty years’ experience of promoting data-driven decision-making, Shahana works with internal and external partners to innovate and improve business processes. Her experience in applying analytics and data science enhances productivity and helps operational teams achieve their strategic objectives.

Hosted By:

Shri Nandan
Vice President, AI Products & Experiences
Comcast
 

Why You Should Listen to Shri:
Shri is a customer-obsessed CX professional who has dedicated her career to “meeting the customers where they want to be met”. Her leadership and advisory roles across diverse industries spanning insurance, fintech, pharmaceutical and telecom have honed her expertise in digital transformation and product strategy, enabling her to contribute significantly to customer-centric product and technology advancements. Using data driven approaches and high-performing teams, Shri has elevated the AI and digital product landscape enhancing customer experiences, and embedding strategic technological innovations across the business.

Hosted By:

Spencer Mains
Head of Digital Workplace Experience
Pacific Gas and Electric
 

Why You Should Listen to Spencer:
Spencer has over 25 years of experience in digital workplace transformation for large, medium and small companies in a variety of industries such as Gap Inc, PG&E, Landor and WPP. His obsession is around creating a delightful coworker experience using technology innovations as well as common sense UX.

Hosted By:

Fred Kleiman
Vice President, Customer Service, Direct to Consumer
Tennis Channel
 

Why You Should Listen to Fred:
Fred oversees Customer Service worldwide for Tennis Channel streaming, tennis.com, Tennis Channel linear and PBTV. He brings over 25 years of experience in customer service and client services. Prior to Tennis Channel, he led customer service at RLJ Entertainment-AMC networks overseeing a worldwide team.

Hosted By:

Patricia Coyne
Director of Operations
TruStage
Customer Engagement Leadership Council Member
 

Why You Should Listen to Patricia:
With over 15 years of experience leading large-scale operations and driving strategic transformation, Tricia specializes in making the most of existing tools to deliver multi-million dollar efficiencies and elevate customer experience. Her background in managing high-performing teams, optimizing contact centers, and spearheading data-driven innovation positions her to offer practical, high-impact insights on maximizing value with what you already have.

Abstract:
Traditional customer experience approaches often miss crucial insights by designing for customers instead of with them. This session reveals how UPS transformed its digital experience by establishing collaborative partnerships with customers, turning feedback into measurable business impact.

Action Items:

• Integrate customer feedback gathering into existing workflows to create continuous improvement cycles without adding process burden
• Establish collaborative customer touchpoints that turn user insights into faster decision-making and reduced development iterations
• Build efficiency metrics that demonstrate how customer co-creation reduces rework and accelerates time-to-market for new experiences

Rockstar Insight:

David Massey
Digital Experience Director
UPS
 

Why You Should Listen to David:
David has spearheaded customer-centric digital transformation for over two decades, pioneering UPS’s Experience Design revolution through data-driven optimization. As a digital transformation leader, he established UPS’s first customer co-creation programs that significantly improved digital experiences on ups.com and across UPS’s global digital ecosystem spanning 225 countries in 38 languages, directly contributing to substantial business growth and enhanced customer satisfaction.

Abstract:
The ultimate goal of every business is to tailor content, offerings, etc. so well that it’s like you’re reading the customer’s mind. And while we are not there yet, technology (AI in particular) is making it closer and closer to reality, but at what point does it become invasive? In this session, we’ll discuss how to go beyond personalization to deliver real-time, highly individualized interactions that balance data, creativity, and user preferences.

Action Items:

• Identify the pitfalls of overemphasizing one type of data over another
• Learn how context-based service blueprints can be used to react to behavioral changes
• Identify how AI can speed up targeting opportunities
• Learn tips on how to avoid going from helpful to creepy

Rockstar Insight:

Gavin Johnston
Director of User Experience Research
Hyatt Hotels Corporation
 

Why You Should Listen to Gavin:
Gavin has over 25 years of experience in customer experience and strategic planning. Over the years his curiosity about what makes people tick and how that leads to innovation has been the cornerstone of his work. He has led CX research and strategy teams for a broad range of products, services, and industries including hospitality, consumer packaged goods, pharma, food & beverage, healthcare, and financial services.

Customer Experience (CX) doesn’t exist in a vacuum. Your ability to deliver value, trust, and empathy to customers depends on how aligned the rest of your experience is—your Career fulfillment, your Community connections, and your Core well-being. When these rivers flow in harmony, the result is stronger customer loyalty, higher engagement, and long-term business success.

In this session, tailored specifically for CX leaders and professionals, discover how the 4 C’s of Experience framework can help you align your personal and professional journeys to deliver exceptional CX outcomes. You’ll learn how to identify and navigate the obstacles that disrupt your rivers using the FIND and BREAK frameworks, and explore actionable strategies to enhance both your customer relationships and your leadership capacity.

Key Takeaways:

• Drive CX Excellence: Understand how alignment across the 4 C’s—Customer, Career, Community, and Core—directly impacts the trust, ease, and empathy you deliver to customers.
• Enhance Personal and Team Resilience: Use the FIND framework to identify and address the challenges that hinder your ability to lead with clarity and purpose in CX roles.
• Break Down Obstacles: Apply the BREAK framework to overcome silos, misalignment, and friction in your organization, fostering a culture of collaboration and innovation.
• Strengthen Cross-River Connections: Learn how a thriving Career, supportive Community, and resilient Core amplify your capacity to deliver impactful CX strategies.

Headliner:

Sean Albertson
Founder & Chief Executive Officer
CX4ROCKS
 
Why You Should Listen to Sean:
Sean is a globally respected thought leader, keynote speaker, and advisor with over 25 years of experience transforming customer service and experience strategies for startups to Fortune 200 companies. As the author of the award-winning 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey, Sean reveals how to create loyalty-driving experiences at the intersection of technology and human engagement.

Abstract:
Crafting a successful customer experience (and as leaders, our employees are also our customers) requires the utilization of effective communication. This is not as easy as it sounds. Every interaction provides an opportunity to delight or destroy the customer experience, Together, we will identify and illustrate the keys to success, which include listening skills, verbal and non-verbal language, empathy and compassion. We will also explore cultural competency and communicating with customers who come from other countries and/or speak languages other than English.

Action Items:

• Develop effective communication skills to elevate customer and employee experience
• Integrate cultural competency into your communication strategies to more effectively engage with customers from diverse backgrounds
• Rethink customer experience by uncovering the keys to consistently achieving success

Headliner:

David Weisman
Chief Experience Officer
NYC Health + Hospitals / Queens
 

Why You Should Listen to David:
David has worked at NYC Health + Hospitals/Queens since 2013, first as Director of Patient Experience and then as Chief Experience Officer beginning in 2020. He is the administrator for Patient Relations, Food and Nutrition, Pastoral Care and Language Access. In all of his roles and responsibilities, he has fostered a culture of person-centered care for continuous improvement of the care experience.

Action Items:

• Integrate disparate data sources to build a 360-degree view of your customer that fuels personalized and predictive experiences
• Identify and eliminate competing metrics by establishing a common CX intelligence framework shared across departments
• Facilitate a culture of data-driven action by empowering teams with contextual insights at every decision point

Rockstar Insight:

Paola Bianchi
Director, Digital Strategy & Retail
NAPA Auto Parts
 
Why You Should Listen to Paola:
Paola is a seasoned digital strategy and customer experience leader with a passion for turning complex challenges into meaningful growth opportunities. As Director of Digital Strategy at NAPA Auto Parts, Paola champions the voice of the customer across multiple brands, leading transformative initiatives that break down silos, modernize legacy systems, and align cross-functional teams around a unified vision. With deep expertise in customer insight, eCommerce evolution, and digital acceleration, Paola brings a pragmatic yet visionary approach to data-driven experience design. She is a vocal advocate for inclusive leadership, often the only woman at the table—and committed to making sure she’s not the last.

Abstract:
With sky-high expectations surrounding AI, this session explores the reality of AI deployments in CX. We’ll unpack where AI automation is truly delivering, how AI copilots effectively supercharge human agents, how to avoid roadblocks in change management, and how leaders can design organizations and upskill teams to thrive alongside AI.

Action Items:

• Evaluate where human talent is being underutilized in favor of repetitive, low-value tasks
• Implement AI agents to triage, route, and resolve tier-1 tickets, freeing human agents to handle complex, relationship-critical issues
• Develop skills roadmap to strategically upskill frontline teams, empowering them to maximize the impact of human-AI collaboration

Fab Facilitator:

Ryan Wang
Chief Executive Officer
Assembled
 

Why You Should Listen to Ryan:
Ryan draws from his experience building fraud detection and support automation systems at Stripe and has spent his career uniquely bridging engineering, AI, and operational excellence.

Abstract:
Voice of Customer data is everywhere – surveys, calls, chats – but acting on it remains elusive for many teams. In this session, we’ll explore how CX leaders are connecting VOC insights with operational decisions, equipping frontline teams, and driving measurable business outcomes through structured, repeatable processes.

Action Items:

• Identify key VOC signals across channels and map them to operational outcomes
• Integrate VOC learnings into product feedback, continuous improvement loops and into the C-Suite
• Build a lightweight, repeatable process to route insights to the right decision-makers

Fab Facilitator:

Christian Lunoe
Regional Vice President of Sales
LevelAI
 

Why You Should Listen to Christian:
Christian helps some of the world’s most customer-obsessed brands bring clarity and action to their Voice of Customer programs. He works closely with CX and operations leaders to transform unstructured feedback into measurable improvements across Voice of the Customer, Quality Assurance, coaching, and product strategy.

Rockstar Insight:

Sean Albertson
Founder & Chief Executive Officer
CX4ROCKS
 
Why You Should Listen to Sean:
Sean is a globally respected thought leader, keynote speaker, and advisor with over 25 years of experience transforming customer service and experience strategies for startups to Fortune 200 companies. As the author of the award-winning 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey, Sean reveals how to create loyalty-driving experiences at the intersection of technology and human engagement.
 

Action Items:

• Implement a digital front door strategy that integrates scheduling, registration, and personalized communication across all access points to streamline the patient journey from the first interaction. Ensure integration into operational workflows and coaching models to sustain adoption across teams.
• Collaborate across operations and PX teams to co-design access solutions that reflect diverse needs, preferences, and expectations of next-generation healthcare consumers.
• Empower front line access teams through real-time data dashboards and empathy-based communication training to proactively address barriers and enhance every patient interaction.

Rockstar Insights:

Karen Bains
Senior Director of Ambulatory Operations
UCLA Health
 
Why You Should Listen to Karen:
Karen leads enterprise-level initiatives focused on operational excellence, patient experience, and clinic transformation. She oversees multiple cross-functional teams—including Clinic Activations, Operational Capacity, Operational Patient Experience, Project Implementation, and the Ambulatory Float Pool—that are integral to supporting frontline operations and system-wide improvement. With a clinical background as a nurse and over a decade of healthcare leadership experience, Karen brings a strategic and human-centered lens to advancing care delivery across diverse ambulatory settings.
 
Connie Lee
Senior Director, Patient Access
UCLA Health
 
Why You Should Listen to Connie:
Connie is a board-certified healthcare executive where she oversees the Patient Access Organization, leading enterprise access efforts to ensure patients are connected to the right provider at the right time. With over a decade of experience across facility, regional, and national levels—including leadership roles at the VA and Children’s Hospital Los Angeles—she brings a strong track record in operational excellence, digital transformation, and care access innovation. She is passionate about advancing translational care and modernizing healthcare delivery by bridging clinical care, research, data science, and operations to better serve patients.